Manager, Customer Experience

2 weeks ago


Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: NSW- Sydney inner, VIC- Melbourne CBD
- **Fast-paced, diverse, challenging and high profile leadership role**:

- **Use your passion and expertise to drive positive outcomes for our customers**:

- **Newly created role in an exciting and busy part of NAB**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as a **Manager, Customer Experience.**

This is a rare and exciting opportunity which will give the right talented individual an opportunity to drive our customer experience to the next level of customer excellence, advocacy and overall engagement across our largest contact centre. The focus of this role is to drive customer advocacy performance and be focused on our colleagues engagement, development and growth.

Working closely with the Head Of Call Quality & Banker Experience and the wider Direct team, this role will be diverse and see you expand your skills in a multitude of areas. You will provide insights on the design, implementation and adoption of our Customer Experience Professional Service Standards and conversation frameworks. **Day to day you will**:

- Build a culture of customer focus and advocacy
- Drive customer advocacy performance, in metrics beyond the Customer Experience score, including but not limited to customer complaint data, Post Call Survey and NPS
- Advocate for the simplification of policies, processes and banker experiences by showcasing customer interactions/journeys across the enterprise
- Support the enterprise to design customer and banker focused experiences
- Lead and coach Customer Experience Associates to:

- Identify the correlations between customer experience and business performance outcomes to help leaders drive better business performance
- Deliver effective interventions, driving consistently great customer experiences across their respective business units

As a seasoned People Leader, you will bring tonnes of energy and motivation to drive your team of 10 to succeed in everyway they can. You will advocate for the customer through all interactions, and be able to analyse NPS data to dig deeper to uplift customer experiences. **Additionally you will bring**:

- Experience in Quality Monitoring, Customer Research, or Customer Advocacy such as NPS Analysis
- Strong leadership skills and hands on experience
- Analytics and insights experience, converting data into actionable steps to improve customer experiences
- Ability to drive a strong colleague and customer culture focus
- Excellent stakeholder management skills with the ability to influence at all levels
- The ability to plan strategically and effectively manage competing priorities

If you have the passion, skills and experience we’re looking for, we’d love to hear from you

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. To learn more, visit the Benefits of Working at NAB page on our website.

**Join NAB**

Please note unsolicited CVs from agencies will not be accepted.



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